Using Client Journey Mapping to Improve the Client Service Experience in the Time of COVID

Domain: Client Services

With legal spending under scrutiny due to the coronavirus pandemic, there has been “a flight to quality” within the market. The client journey, the process by which a client interacts with a law firm in order to achieve their goal, has become more important as the world has moved to a remote environment.  From gaining awareness of a firm, working with your lawyers, receiving a final invoice, and every step in between – client touchpoints can be many and diverse.  By understanding this relationship, you can understand how to structure your touchpoints to create the most appealing, effective, and efficient process for your clients which will drive not only satisfaction but revenue.

Topics Include:

• What is a client journey?
• Why understanding the client journey is important to client service?
• Why mapping the client journey can help drive revenue?
• How to create a client journey map?

Presenter(s):
Lynn Foley, CEO, fSquared Marketing

Member Price: $59
Prospective Member Price: $79